Not customer friendly and unclear policies.
I ordered a pair of shorts for €155 and paid an additional €28 in customs duties (which is all fine). The item was advertised as size 30, but the actual waistband measurement corresponded more to a size 28/29, making the shorts too small and unwearable. Mind you it was also advertised „ WE RECOMMEND GOING UP A SIZE FOR BAGGY FIT“ indicating its true to size and a sizing chart was provided.
I contacted customer service immediately and provided photo evidence, requesting an exchange for the correct size. I was told to return the item at my own expense (€25). Only after that I would receive store credit (not a refund), which I could then use to place a new order. This was presented to me as an “act of goodwill,” even though, under the Georgia Consumer Protection Laws, a refund is legally required when a product is defective or does not match its description.
Only store credit is not an adequate remedy in this situation. Accepting their proposal would mean paying customs duties a second time and covering return shipping costs for an error that was not mine — an additional cost of approximately €53 in total.
Customer service repeatedly referred to their return policy, yet the policy only states that customer service must be contacted in case of an error and that „all sales are final“, which does not apply to faulty or incorrectly described products. The Terms & Conditions do not mention store credit at all.
All reasonable alternatives I suggested were rejected, including covering the return shipping costs or sending a replacement in a way that would avoid additional customs charges. They made clear they are not bound to anything nor do they show responsibility.
Based on my experience, I cannot recommend this retailer.
P.S. They intentionally did not respond and told me they will only provide further solutions after I send the shorts back. I opened a dispute with PayPal - mysteriously they changed their website and product information/sizing recommendation to „ PLEASE SIZE UP TO BE SAFE!!!“ indicating the sizing is off..